Category — Satisfaction
Are Your Customers Unreasonable? Or, Do You Create Unreasonable Expectations?
Most people are reasonable. They know that companies have to make money to stay in business. They know that sometimes things go wrong. They want to know that when things happen, that you will take care of them.
They look for confirmation that all will be well in your signage, on your website, in your correspondence, and when you speak. You have more control than you think when it comes to managing their expectations. Failure to use that control increases complaints, costs, and attrition. [Read more →]
Good Marketing Gone Bad
It never ceases to amaze me when companies shoot themselves in the foot. They invest heavily in marketing programs designed to motivate people to buy their products and services then skimp on basic training for their sales people. The best marketing campaigns fail when service doesn’t match expectations.
People connect best with other people. A good salesperson that cares about his or her customers raises lifetime value higher than any marketing tool. The team members who meet shoppers face-to-face, online, and on the telephone control the outcome. Failure to train them well wastes your marketing dollars. [Read more →]
How to Alienate Customers without Really Trying
Airlines are notorious for poor service and customer alienation. Some of the issues are out of their control since they can’t make the weather cooperate and have to conform to governmental requirements. Most people understand this and don’t hold the companies accountable.
The problem is that the things that are within their control are mishandled. Bad weather is inevitable. Bad attitudes aren’t. Airlines as a group provide excellent examples of what not to do to keep customers happy. Some airlines do it better than others do. [Read more →]
